Personnel safety training
The need for training
Employees may be threatened or physically attacked at their place of work for a variety of reasons. Some incidents happen during the course of theft or attempted robbery while others are related to the attacker's state of mind possibly influenced by alcohol, drugs and emotional disturbances such as fear, frustration or depression.
And it is not just frontline staff who handle cash or valuables that are at high risk – incidents also occur within the hospitality, education, healthcare, transport, general retail, tourism and leisure industry and local authority sectors.
Verbal abuse may involve patronising and derogatory comments as well as swearing and insults. Sometimes physical abuse will amount to no more than shoving, pointing or inappropriate gesturing. However even where staff are not physically harmed repeated occurrences of swearing, threats and verbal abuse can lead to, stress, reduced morale, absenteeism, depression, retention problems and reduced productivity.
Working days may be lost as a direct result of the trauma of actual or threatened physical assault or persistent verbal abuse. There are also hidden costs that may be attributed to performance issues caused by low morale and higher staff turnover rates encountered in roles where fear of violence is more prevalent.
Furthermore employers that fail to meet the duty of care bestowed on them by common law and health and safety legislation leave themselves exposed to claims for damages from employees not trained to manage aggression in the workplace which in turn can lead to increased insurance premiums.
The Health and Safety Executive states that any situation in which an employee may be verbally abused, threatened or assaulted in circumstances relating to their work must be considered to be work-related violence and staff involved in the activity should be provided with suitable training to enable them to deal with it.
GSL’s training
We are leaders in the field of personnel safety training and consultancy and have developed a distinctive approach to the problems associated with aggression and conflict in the workplace. We have worked with literally hundreds of customers over the past 12 years offering a range of bespoke solutions to help them address these issues, provide a safer environment for their staff and customers alike so limiting their exposure to both the direct and indirect costs of incidents.
Our consultants have many years of practical ‘hands on’ experience in managing conflict in all its forms. They have a range of skills from backgrounds that include the police and military services, airlines, retail, health, public sector and customer services.
Our training programmes are innovative and dynamic and designed to develop practical skills that can be readily transferred back to the workplace. Perhaps more importantly many of our customers acknowledge the significant costs savings resulting from staff having the skills and confidence to deal effectively and safely with incidents.
Our personnel safety programmes are run periodically as public events but can also be delivered in-house as tailored programmes to suit the specific requirements of your organisation.
All events are one day in duration and include role-plays based around simulated incidents. Simulations are an important part of our approach to personnel safety training and we use professional actors to ensure that these are as realistic as possible within a safe and controlled environment. Delegate participation is encouraged but individuals may opt out if they so wish.
In addition to our pre-defined training programmes listed below we also provide consultancy services to the private and public sectors and design/deliver bespoke training programmes for many organisations. For example we have recently worked on the following projects to meet our customers’ particular needs:
Loss prevention awareness training for retailers
This course provides participants with the skills and knowledge to implement effective loss reduction measures within stores under their control. In addition to practical skills the programme is also designed to build confidence and encourage communication within the loss prevention department.
Money laundering awareness training
From 1st March 2004 the Money Laundering Regulations 2003 specify that certain areas of business must comply with the new legislation failure to do so could lead to a criminal conviction and/or the loss of your company's reputation.
We have developed seminar programs to explain the implications of the legislation as well as specific training interventions to ensure that policies are put into practice.
Violence at work policy – Do you have one?
Employees whose job requires them to deal with the public can be at risk from violence be it verbal or physical but many organisations do not have policies in place that state what preventative measures should be taken and how the impact of any event is reduced. We have worked with a number of customers to define and implement such policies.
Predefined training programmes
Our range of redefined training programmes includes:
Armed robbery
Minimising the effects of robbery (video and CD-rom also available)
As innovators of the extremely successful, simulation-led approach to personnel safety training we have developed our acclaimed Armed Hold-up Programme specifically for staff who handle cash or other valuables to minimise the risk of injury and trauma as a result of robbery.
Relevant for: counter staff in banks; building societies; jewellers; bookmakers; local authority revenue collection; off-licenses; post offices; cash in transit teams; etc.
Handling aggression – proven strategies to avoid and defuse conflict
This programme teaches frontline staff how to deal with the threat of violence or aggression including verbal or physical abuse in the course of their daily work. The course focuses on using verbal and non verbal communication skills to defuse conflict and reduce the risk of aggression.
Relevant for: ANY customer-facing staff within local authorities, cinemas, tourist attractions, transport operators, retailers, hotels, health services; schools; emergency services; etc.
Armed hold up and handling aggression – combined programme
A combination of our Armed Hold-up and Handling Aggression Programmes this programme is designed specifically to provide introductory training for staff who work in areas where customer services and cash transactions are combined.
Relevant for: local authorities that operate a 'one stop shop' or customer service centre; retailers; tourist attractions; cinemas; transport workers; hotels; petrol stations; restaurants; nightclubs; etc.
Lone worker safety – tactics for protecting your field-based staff
A programme designed to raise awareness of the importance of personal safety for frontline staff who are wholly or part field based – particularly those who make home or out-of-hours visits.
Relevant for: community support officers; enforcement officers; environmental health; bailiffs; social services; doctors; district nurses; midwives; finance/insurance representatives; field sales people; sales executives/representatives; traffic wardens; estate agents; sports/recreation staff; taxi drivers; charity fundraisers; take-away delivery staff; etc.
Incident management – dealing with the after effects of traumatic incidents
This course is designed to provide the ‘first line of response’ team with the skills to assist them in managing the immediate aftermath of an armed hold-up or other violent incident. Managing the various stages of an incident, gathering evidence, dealing with the media and designing a contingency plan are areas covered on this programme.
Relevant for: banks; building societies; retailers; research laboratories; local authorities; etc.
Tiger kidnap – are you prepared for this new danger?
The ‘tiger kidnap’ is one of the most frightening of crimes but it is an unusual threat and training to deal with it is not always considered. The Police Service defines tiger kidnap as the abduction or holding of a hostage (or the threat to do so) with the intention of forcing an employee to assist in the theft of money or any other valuables. This programme provides participants with a toolkit of personal safety skills that will enhance their own safety and through dissemination that of their families and colleagues.
Relevant for: employees with direct or indirect access to cash and/or valuables.
Kidnap and ransom – awareness and personal safety for staff travelling overseas
Of particular relevance to employees who may be required to visit or work in volatile locations. This programme will arm them with the skills and knowledge to guard against the threat of becoming a victim of attack or abduction and the confidence to enhance their own personal safety and that of their colleagues.
Relevant for: anyone who is likely to visit and/or work in a volatile location; e.g. building contractors; communication staff; voluntary workers; etc.
GSL is a member of the Institute of Conflict Management (ICM) and Raid Control
What our delegates have said about our training courses:
"Why aren't all the High Street Banks using this course?"
"...the best day's training I have ever attended."
"This is the first training course I have ever attended where I have given top marks."
"All staff should attend this course as part of their induction training"
"...very valuable, very informative and very well organised."
"A very worthwhile course, and well presented."
"A good mix of levels, I hope this course will be extended to all Loss Prevention staff in all stores, especially new starters"
"Being new to my role the content was extremely relevant."
"I thought the role play scenarios were extremely useful and experiential, nobody else does this type of training."
Further enquiries regarding our services, please contact:
Sue Sandars - GSL marketing officer
GSL Data and Managed Services
Farncombe House
Broadway
Worcs. WR12 7LJ
Tel: 0845 300 5173
Fax: 01386 854 354
e-mail: sue.sandars@gslglobal.com